NCC, CBN Unite to Protect Consumers With Instant Refunds for Failed Airtime, Data Purchases

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have concluded plans to introduce a joint refund framework aimed at resolving widespread consumer complaints over failed airtime and data transactions across digital payment platforms.

The framework, jointly developed by both regulators, is designed to protect subscribers who are debited for airtime or data purchases without receiving value due to network downtime, system failures, or human errors during transactions.

It emerged from months of intensive engagements involving the NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other critical stakeholders. The consultations were prompted by a sharp rise in complaints from consumers who reported being charged for airtime or data without successful delivery and experiencing prolonged delays in securing refunds.

Under the new arrangement, the telecommunications and financial sectors have adopted a unified position on handling such disputes. The framework identifies the key causes of failed transactions and introduces an enforceable Service Level Agreement (SLA) that clearly defines the responsibilities of banks, telecom operators, and service providers involved in the transaction process.

A central provision of the framework is the guarantee of near-instant refunds. Where a customer is debited but does not receive airtime or data—whether the failure occurs at the banking or telecom operator level—the subscriber is entitled to a refund within 30 seconds. However, in cases where transactions remain pending, refunds may take up to 24 hours.

The framework also mandates all operators to notify consumers via SMS on the outcome of every transaction. It further provides clear guidelines for addressing erroneous recharges, including transactions made to ported lines, incorrect airtime or data purchases, and transfers to wrong phone numbers.

Speaking on the initiative, the Director of Consumer Affairs at the NCC, Mrs. Freda Bruce-Bennett, disclosed that a Central Monitoring Dashboard would be jointly hosted by the NCC and the CBN. According to her, the dashboard will enable both regulators to monitor transaction failures in real time, identify responsible parties, track refunds, and enforce compliance with agreed SLAs.

“Failed airtime and data top-ups consistently rank among the top three consumer complaints received by the Commission. In line with our commitment to consumer protection, we were determined to resolve this issue within the shortest possible time,” Mrs. Bruce-Bennett said.
She commended the Central Bank of Nigeria and other stakeholders for their sustained collaboration, noting that their collective efforts had already yielded significant results.

“So far, pending final approvals by the management of both regulators, mobile network operators and banks have refunded over ₦10 billion to customers affected by failed transactions,” she revealed.

According to the NCC, implementation of the framework is expected to commence on March 1, 2026, subject to final regulatory approvals and the completion of technical integration by all MNOs, VAS providers, and deposit money banks.

Industry analysts say the initiative represents a major step toward improving consumer confidence in Nigeria’s digital payment ecosystem, while strengthening accountability across the telecommunications and financial sectors.

NCC and CBN are set to roll out a joint refund framework to tackle failed airtime and data transactions, guaranteeing refunds within 30 seconds and strengthening consumer protection across Nigeria’s telecom and banking sectors.

The NCC and CBN plan to launch a refund framework to address failed airtime and data transactions, enforce 30-second refunds, and enhance consumer protection in Nigeria’s digital payments ecosystem.